Question 1: What are the basic principles of doctor-patient communication?

The relationship between medical staff and patients is a special interpersonal relationship. Good communication contributes to the diagnosis, treatment and recovery of disease. When communicating with patients, the author believes that medical staff should grasp the following principles, namely, the principles of equality and respect, the principles of sincerity and empathy, the principles of legality and ethics, the principles of moderation and distance, and the principles of restraint and silence. , leaving room for and the principle of distinguishing objects.

1 Principle of equality and respect

Medical staff must treat patients with equality and must not act condescending or condescending. The so-called equality means that first, both doctors and patients are equal, and there is no distinction between high and low; second, all patients should be treated equally. In the eyes of medical staff, only patients should be treated, and they should not be judged by status, wealth, or appearance. People, some are close and some are distant. Respect means respecting the patient's personality and respecting the patient's feelings. Respecting patients will gain their respect. Only on the basis of mutual respect can both parties have friendly communication.

2 The principles of sincerity and empathy

Sincerity is the guarantee for the continuation and deepening of doctor-patient communication. Sincerity enables people to have clear knowability and predictability when communicating, while insincerity or deception can make people feel insecure and fearful. Sincerity leads to success. Only with a sincere attitude can patients be reassured and be willing to communicate heart-to-heart. At the same time, medical staff should think more about empathy and consider issues from the patient's perspective, so that communication can achieve the desired effect.

3. Principles of law and ethics

The doctor-patient relationship is a legal relationship. When communicating with patients, medical staff must strictly abide by laws and regulations and abide by medical ethics. Medical personnel must not only make good use of their rights conferred by laws and regulations, but also fulfill their responsibilities and obligations stipulated by laws and regulations. At the same time, it is necessary to understand the rights and obligations of patients according to law, respect the rights and obligations of patients, and communicate and communicate at the level of laws and regulations. Medical staff must maintain good medical ethics and medical practices and must not accept benefits from patients, let alone openly or covertly ask for benefits from patients. That is tantamount to taking advantage of the situation. Laws and ethics are the basis for doctor-patient communication. If medical staff behave appropriately and behave righteously, they can win the respect and trust of patients and take the initiative in communication.

4 Principles of Moderation and Distance

Body language is a form of communication. The use of body language must be moderate and appropriate to the occasion. Avoid emotional impulses and exaggerated movements. For example, when rescuing critically ill patients, if you look indifferent or talk and laugh, this will not only damage the image of medical staff, but also seriously hurt the feelings of patients and their families. When communicating, the distance between the two parties should be appropriate. It is not good to be too close or too far. The appropriate communication distance can be selected based on the age and gender of the patient. For example, when communicating with the elderly and children, the distance can be appropriately closer to show respect and intimacy. Young medical staff should not be too close to patients of the opposite sex of the same age to avoid misunderstandings.

5 Principles of Restraint and Silence

The attitude and behavior of medical staff may have specific meanings in the eyes of patients. For example, patients may interpret the smiling faces of medical staff as friendly. Or the information about the improvement of the condition may be associated with the frown of the medical staff as to whether the condition has worsened. Therefore, medical staff must control their emotions and avoid sending wrong signals to patients through inappropriate emotional expressions. In addition, when encountering difficulties in communication, you should also be careful to restrain yourself and deal with it coldly to avoid intensification of conflicts. Silence is also a kind of restraint. It is also essential to use silence well when communicating between doctors and patients. Especially when patients or their relatives are emotional, maintaining silence with a gentle attitude can give patients or their relatives a chance to adjust their emotions and sort out their emotions. Time for thoughts, but the silence time should not be too long, so as not to fall into a stalemate and be unable to continue communication.

6. The principle of leaving leeway and distinguishing objects

Medical staff must speak in a measured manner and leave leeway when it comes to patients' conditions, especially for patients with difficult and critical diseases. Notice. First, you cannot be too full or too absolute. For example, if you guarantee a cure, even if you are very sure, you can only say eight points. Otherwise, if an accident occurs, the patient and his relatives will not be mentally prepared, which will cause disputes; second, In order to attract the patient's attention, the condition should not be overstated, which will increase the patient's psychological burden and be detrimental to the treatment; thirdly, for some diseases, the truth should be told when communicating with the patient's relatives, and sometimes "white lies" are needed for patients. When medical staff communicate, they must make a basic judgment on the target of communication. If the patient is cheerful and carefree, he should be reminded to pay attention to the disease and not be indifferent; if the patient is introverted and careless about the disease... >>

Question 2: The basic principles of doctor-patient communication must adhere to the social Benefit criteria to build an honest hospital. Establish and improve the doctor-patient communication system and promote doctor-patient communication. Provide exquisite and high-quality technical services to reassure patients. Strict hospital quality management. Ensure medical safety. Establish a medical notification system to increase mutual understanding and trust between doctors and patients.

Question 3: Nine principles of doctor-patient communication: We must adhere to the principle of social benefit and build an honest hospital.

Establish and improve the doctor-patient communication system and promote doctor-patient communication. Provide exquisite and high-quality technical services to reassure patients. Strict hospital quality management. Ensure medical safety. Establish a medical notification system to enhance mutual understanding and trust between doctors and patients.

Question 4: Hygiene principles needed in doctor-patient communication Although we have repeatedly emphasized that the industry should put social benefits first, it is easy to stay at the general level and become a beautiful but weak indicator. The most serious consequence of the market economy's impact on people's values ??is not their emphasis on economic interests, but the misalignment of some people's choices between social and economic benefits. As a powerful and realistic force, profit drive is directing all kinds of behaviors. What is behind the doctor's dishonesty towards patients is the doctor's disregard for responsibilities and norms, downplaying of service awareness and lack of economic interests. Legitimate pursuit. From receiving red envelope gifts to asking for kickbacks, from excessive to inflated charges, from counterfeiting to illegal medical practice, from treating patients to famous doctors using acupuncture points, similar trends harm the legitimate rights and interests of patients and tarnish the holy image of the angel in white. There is an urgent need to establish an ethics organization to publicize and advocate medical ethics theories, concepts, principles and norms, and to restrict moral misconduct. The improvement of the moral quality of medical staff must rely on industry self-discipline and their inner beliefs to restrain themselves.

Only through autonomous medical staff and the internal moral rewards and punishments and knowledge incentive mechanisms within the body can medical staff develop a certain degree of medical professional ethics. As an ancient saying, "Medicine is a benevolent skill" emphasizes the humanistic care of medicine itself and promotes the humanistic nature of the doctor-patient relationship. Informed consent, independent medical selection, non-harm, and optimization of diagnosis and treatment are the basic principles of medical ethics recognized by the international community. They fully embody the purpose of medicine, the ideals of medical professional ethics, and a high degree of responsibility and sincere and selfless care for patients [11]. During the diagnosis and treatment process, medical staff should not only think about problems from the perspective of technical solutions, but also from an ethical and moral perspective, allowing patients to give informed consent so that they can understand the problems they may encounter and receive support. In this way, both doctors and patients can easily reach mutual understanding and avoid doctor-patient conflicts and disputes caused by this as much as possible.

Medicine is a science that is practical, technical, and highly risky. No matter how advanced the social civilization is, it is impossible to completely eliminate the asymmetry in medical knowledge and information between doctors and patients. The transformation and reshaping of the image of medical science requires the unremitting efforts of every medical staff, which requires medical staff to improve their humanistic qualities, enhance their legal and ethical awareness, strengthen the institutionalization of medical ethics and medical ethics, strictly enforce self-discipline, and maintain a pure team. A good doctor-patient relationship should be cooperative, collaborative, and organic role interaction. They must guide their actions to be trustworthy and trustworthy, understand the needs of patients, and learn to communicate with patients. From a clinical perspective, for patients, a relatively vulnerable body, full communication of relevant information between doctors and patients, mutual integration of emotions, heart-to-heart interaction, as well as comfort for the patient's spirit, emotional stability, existence of hope, and personality respect, guarantee of relevant rights, etc., all fully reflect fairness and justice as a human being. Doctors are the active implementers of behaviors and the protagonists in the doctor-patient relationship. Positive doctor behaviors will create a positive doctor-patient relationship [12]. While improving their professional skills, medical staff should strengthen their study of medical ethics and relevant laws, establish the idea of ??serving patients, and realize that in providing services, they must not only have superb skills, but also have good professional ethics; abandon " "Ask me to see a doctor" and "Don't worry about having no patients", realize the role transformation from "gifter" to "server", and start from the patient's psychological and actual needs, rather than from the perspective of the medical staff or the medical staff themselves, to serve the patients Provide humanized services. It is necessary to do a good job in basic management and quality control, systematize the management system, standardize operating procedures, and establish a sound operating mechanism for quality management. Patients should trust and cooperate with medical staff and inform them of the true situation related to their condition. They should not deliberately conceal or tell false information that has a significant bearing on their health. They should not intentionally dispute or disrupt the normal working order of the institution.

In short, the doctor-patient relationship is a social and ethical relationship of trust and being trusted, respect and respect. To improve the doctor-patient relationship, we must not only strengthen the construction of medical ethics, improve service attitude and service quality, but also let the whole society understand the characteristics and nature of medical knowledge and health work. We must also strengthen relevant legislation and rely on legal system means to safeguard the relationship between doctors and patients. legitimate rights and interests. Only on the basis of understanding and caring for patients, and through the joint efforts of both doctors and patients and the whole society, can the unsatisfactory doctor-patient relationship be fundamentally changed.

3 The harmonious doctor-patient relationship depends on institutional changes and ethical reconstruction

The service field is a field of imperfect competition and has characteristics different from other goods and service fields. The most typical one is Information asymmetry and the natural monopoly of service providers mean that the relationship between doctors and patients is a principal-agent relationship. Patients transfer the power to choose services. Without regulation and control, medical staff will have opportunities... ...>>

Question 5: What are the forms of communication between doctors and patients? (One of the important factors is the lack of understanding and trust between doctors and patients, and the inability to put themselves into perspective.

As medical workers, we are in a dominant position in the doctor-patient relationship and have more initiative and say than patients. Therefore, we should be more active and proactive in strengthening doctor-patient communication. The first thing to do is to put ourselves in the patients' shoes and stand more Think about and improve our work from the patient's perspective, and think more about "if I were a patient" in everything. If I were a patient, what would I need? I hope to have a warm, quiet, clean and comfortable medical environment; I hope to have clear, convenient and fast medical treatment procedures. If I were a patient, I hope to be treated with meticulous care by medical staff with superb medical skills; if I were a patient, I hope to receive high-quality and efficient services at a reasonable price. If I were a patient, I would also like to have a smooth communication channel between doctors and patients, so that I can get along with the medical staff on an equal footing, so that when I need help, I will no longer be at a loss. As a patient, there are two things you worry about most, one is quality and the other is cost. At this time, establishing and improving the doctor-patient communication system can help alleviate patients' concerns and enhance patients' confidence in the hospital. First of all, from the moment the patient enters the hospital, the first question responsibility system is implemented. No matter who the patient or family member asks, whether it is medical staff or administrative and logistics personnel, they must explain it clearly to the patient or take the patient to a place where the problem can be solved. . Secondly, corresponding functional agencies can be established to standardize the management of doctor-patient communication in terms of form, channels, content, requirements, techniques, effects, assessment, etc., and focus on cultivating medical staff's service communication awareness and skills. "A kind word warms three winters, but a bad word makes six months cold." Just think about it, if during the treatment process, the patient's concerns can be clearly explained and explained, and a treatment method that not only ensures quality but can also reduce costs is selected for them, what reason would the patient have to be dissatisfied? Thirdly, through the disclosure of service information, patients can clearly understand and understand the diagnosis and treatment procedures, treating doctors, examination items, charging standards, drug prices, service commitments and other items. Finally, patients also need a variety of flexible ways to get close and express their feelings. For example: you can go into the community, carry out public welfare activities, hold some health knowledge lectures or symposiums, or strengthen construction or service functions! Although the above measures are not as significant as overcoming medical difficulties, patients feel that they are receiving considerate and considerate services. Doctor-patient communication is the communication of soul and emotion. Good and smooth doctor-patient communication allows patients to experience all new patient-centered service models. Yes! In today's fierce competition, patient selection depends not only on hard skills such as technology and equipment, but also on soft skills such as management level and service level.) I don't know if this is the case, I hope it can help you!

Question 6: What are the doctor-patient communication skills? Doctor-patient communication skills one, two, three, four, five, six

One fundamental: integrity, respect, sympathy, patience ;

Two skills: listening, which is to listen to the patient or family member to say a few more words; introduction, which is to say a few words to the patient or family member;

Three mastering: mastering The patient's condition, treatment and examination results; the patient's use of medical expenses; and the patient's social and psychological status.

Four things to pay attention to: pay attention to the patient’s emotional state; pay attention to education level and feelings about communication; pay attention to the patient’s understanding of the disease and expectations for communication; pay attention to one’s own emotional reactions and learn self-control .

Five avoidances: avoid forcing patients to accept facts in a timely manner; avoid using words and tones that are easy to affect patients’ emotions; avoid using excessive professional vocabulary that is difficult for patients to understand; avoid deliberately changing patients’ views; Avoid suppressing the patient's emotions.

Six methods: prevention-oriented targeted communication, exchange communication, collective communication, written communication, coordinated communication and physical comparison communication.

Question 7: Methods and approaches for doctor-patient communication 1. Principles of doctor-patient communication 1. People-centered approach: today's disease-causing factors mostly involve emotions, environment and society, and the patient's personal factors need to be taken into consideration. Show care and respect. 2． The basis of integrity and trust. "Treat each other squarely." (It is inappropriate to welcome guests without paying attention.) 3. Equality 4. The overall principle is complex and diverse, with many factors that are difficult to quantify. Laboratory indicators reflect the microscopic world, but the macroscopic environment cannot be ignored. 5. Compassion requires humanistic care despite common illnesses. 6. Confidential "informed consent" processing; protect patient privacy. 7. Feedback to verify whether the information is collected correctly; to show that you are listening and to show that you are paying attention. 8． ***Collaborative participation (interaction) research shows that medical procedures can improve patients’ self-healing ability and help eliminate disease-causing factors. ***Choose the most appropriate treatment plan together. The patient needs to cooperate with compound medication, etc. two. Language communication skills prerequisite: basic principles must be involved. It requires extensive knowledge and reading of literary works (to understand the many ways of the world). 1． Listen more and speak less: it is conducive to harmonious communication. How to listen: 1) Express concentration - body language (change posture appropriately when giving important information; it is inappropriate to lean on a chair and put hands in pockets) - eyes (generally 60% to 70% of the time of looking at each other) % is better; it is not suitable for long-term gaze when the patient is angry and sad) 2) Repeat and feedback: verify the information; show concentration. 3) Empathic listening → Sensitivity → Sympathy (hearing between the lines) 4) Encourage and guide the patient to speak: guide to information related to the significance of the condition.

2． The title needs to be appropriate 3. Appropriate praise (specific; appropriate to the occasion) 4. Concise 5. Open-ended questions 6. Taboo words (requesting a certain test without explanation, etc.) 3. Non-verbal communication skills 1. The first impression (appearance, appearance, posture, clothing, hairstyle, etc.) should be friendly and friendly; should be more stable (it is not suitable to dress up in fashion and heavy makeup when sitting in a consultation); a sense of trust ("initial credibility") 2. Behavior: Reflects self-cultivation, courtesy, neatness, etc. 3. 60%~70% eye contact 4. Facial expression (smile is the language of the world) Share the joy and sorrow of the patient. (In terms of intuitive impression: 7% language, 38% voice, 55% facial expressions and movements.) 5. The expression of the voice is low and clear (lower while ensuring that the patient can hear clearly to win trust and respect) 6. The body posture should be elegant and steady when walking. You can walk quickly but the pace should not be random; pat the back of the hand to comfort you, or (for young people) pat the back, but it is not suitable for being too close; the sitting distance is 0.5~1.2m in the private area. Four. Doctor-patient communication process (taking outpatient clinic as an example) 1. Before starting a conversation: Open the door and walk in: Understand the first impression and get to know the patient. 2． Sit down, address, greet, and introduce yourself appropriately to show initial credibility without revealing anything. 3. Guided conversation: open-ended questions, appropriate feedback and retelling, and correcting the patient’s view of disease cause and effect in the process. 4. Illness communication 5. Recording: Communicate properly, don’t just bury yourself in notes. 6. Diagnosis and treatment conversation 7. Medical advice and education 5. Environmental and technical communication Medical staff receive appropriate consultation during the service process. Safe clinic environment. Advanced instruments and technical support.

Question 8: What are the basic principles and primary conditions of the doctor-patient relationship? The doctor-patient relationship is actually a relationship of interests. Establishing a complete medical insurance or reimbursement system, *** investing heavily in medical care, will satisfy the need for patients to see less doctors. The need to spend money can regulate the behavior of clinicians. In the doctor-patient relationship, patients and doctors are a pair of contradictions, and *** need to step in to play the role of mediator. ***'s indifference and acquiescence in the media's one-sided reporting are what lead to the increasingly prominent doctor-patient conflicts. The originator of.

Question 9: What are the doctor-patient communication skills in 2015? It depends on you. The specific skills are irrelevant. You just need to get the evidence. As for *** It's OK if your legal partner asks. . .

Question 10: What does the doctor-patient communication method not include? The hospital summarized the essence of the "doctor-patient communication system", that is, one requirement, two skills, three mastery, four attention, and five avoidance and six ways.

Six methods: targeted communication focusing on prevention, communication with exchange partners, collective communication, written communication, coordinated and unified communication and physical comparison communication.

Targeted communication with a focus on prevention: During the medical activities, proactively discover signs of possible problems, regard such family members as the key targets of communication, and make an appointment with the family members in a targeted manner according to their specific requirements. For example, in the morning shift handover, in addition to handing over medical work, signs of dissatisfaction among family members discovered during the day's shift should also be handed over as routine content, so that the next shift of medical staff can do a targeted job in communication.

Communication with exchange partners: When a doctor has difficulty communicating with a patient’s family, another doctor or director will be used to communicate with the patient; when a doctor cannot communicate with a patient’s family, another doctor or director will be replaced. Communicate with the patient's family at a higher level and let this family member persuade other family members.

Collective communication: For patients with a large number of patients suffering from the same disease, the hospital will convene family members to communicate in the form of training classes to explain the causes, treatment and prevention of the disease. This kind of communication not only saves time, but also promotes mutual understanding between patients, makes patients become voluntary propagandists, and reduces the work pressure of medical staff.

Most of the children with infectious diseases in the gastroenterology department come from rural areas and have relatively difficult economic conditions. In addition, there are many complications, insufficient communication between doctors and patients, and serious disputes between doctors and patients, and even fee evasion and other problems. Since the launch of "doctor-patient communication" work, the department has convened a collective communication meeting with family members every week to explain to family members the diagnosis, progress, possible sequelae, length of treatment, possible costs, etc. , so that the patients’ families are well aware of the situation, and it also reduces the work pressure of medical staff. Since then, there has been almost no arrears.

Written communication: In order to make up for the lack of verbal communication, the hospital implements written communication and prints some routine questions in writing for the convenience of family members of the children to read. For example, since no one is accompanying the newborn ward, the family members have no idea about the treatment and living conditions of the sick child. In addition to limited visits, medical staff will also provide the baby with feeding, washing, changing, nursing, and treatment for a day in the ward** Sexual conditions, discharge follow-up, feeding and nursing knowledge, etc. are compiled into a small manual and distributed to the family members of each admitted baby for the purpose of communication.

Coordinated and unified communication: When lower-level doctors are unsure about the explanation of a disease, they should first ask the superior doctor for instructions, and then communicate according to unified opinions; when the diagnosis is not clear or the disease worsens, before communicating, Medical staff must conduct internal discussions and have a unified understanding before superior doctors communicate with family members.

Object comparison communication: For some diseases, oral and written communication are difficult, and communication with physical objects or film and television materials is supplemented.

For example, for the family members of children with congenital heart disease, doctors use heart models and drawings to explain, so that the family members can vividly understand where the disease occurs, how to perform surgical repairs, etc.; another example is orthopedic patients, the patient's family members do not know the child's bone disease At any position, the orthopedic surgeon takes out the human skeleton and explains it to the patient in layman's terms.